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CSS - SAA Employees Survey: View Response #22

Quick Launch

Your Occupation

General Manager

Date of Travel


Flight #


Class of Travel and Seat #


Duty Travel Booking Process

  Poor Average Good
How satisfied were you with the Approval process? 
How satisfied were you with the travel confirmation process? 
How efficient were the Travel Office personnel? 

Please provide us with reasons for your selected response.

The approval from my boss was instant and the duty travel office immediately made the bookings for me.

How would you rate your experience at Check-in at the Airport

  Poor Average Good
How would you rate the Check-in service? 
Waiting time at Check-in: 
Grooming standards of Check-in personnel: 
Friendliness and Professionalism at Check-in: 
Staff Efficiency during Check-in: 

Do you have more feedback for the Check-In Team?

The team at the kerbside check-in area are exceptionally customer focused. I have observed them WOW our high value customers with their attention to detail and focus on efficient customer thoughtfulness.

How would you rate the Boarding and Departure service?

  Poor Average Good
Boarding information (signage) 
Boarding announcements 
Grooming standards of the gate personnel 
Friendliness and Professionalism 
Boarding efficiency 
Priority Boarding 
Your overall Boarding and Departure experience 

Was your departure on time?


If delayed, were you kept informed?


Please provide additional comments, if any:

The priority boarding process is very difficult for the boarding team to manage. It might be due to the pressure of getting everybody on board in order to achieve the on time departure standards. However, the value of the priority boarding facility is lost and it becomes a negative because there is hardly any priority - instead it is a first come first served basis.

Inflight Service: Cabin Crew

  Poor Average Good 
Friendliness of our Cabin Crew 
Grooming standards of Cabin Crew 
Communication Skills 
The night service provided by the Crew (where applicable) 
The cleanliness of the toilets and cabin 
The overall service quality standards of our Cabin Crew 

Additional Comments:

The crew ate there to ensure safety and they make it very clear. However, times are changing and our competitors are changing with the times. Our crew can be exceptionally good, and yet they can be very bad. Not every black person speaks our local vernacular languages, let us stick to English unless if the passenger changes to the vernacular.

Inflight Service: Food and Beverage

  Poor Average Good
The Beverage Selection 
The menu options and availability 
The presentation of the meals 
The overall food and beverage service system 

Any advice or recommendation for improvement?

The crew seem to be in a hurry to finish the meal service, even on a six hour flight to Accra or 14 hours to New York...then they rest and rest and rest and rest. Maybe for flights longer than 4 hours the crew should stagger the service as a standard. Instead of serving the meal to everybody, ask the guests to say when they are ready for their meals. The food quality is satisfactory. Maybe we should introduce more route specific meals for the African destinations?

Arrival & Baggage Services

  Poor Average Good  
Staff presence at the exit doors 
Staff assistance 
Baggage delivery times 

Is there anything else you would like to share with us concerning your travel experience?

Most of the time I experience very good service. However the reality is that it is no longer good enough especially for our fare paying passengers who have so many choices. We need to effect a massive step change in our customer thoughtfulness.

Thank you for taking time to complete this survey.

South African Airways Service Research Team


Created at 3/1/2016 2:08 PM by Aaron Munetsi
Last modified at 3/1/2016 2:08 PM by Aaron Munetsi